Pizza Hut — Restaurant in Grapevine

This is the absolute worst Pizza Hut I've ever been to. I've been a Pizza Hut worker for close to 10 years and have worked multiple locations. We're here in Grapevine visiting GWL for my autistic son's birthday. Today is his special day and pepperoni pizza is his absolute favorite. We decided to come to the lunch buffet. I go to the buffet line to get my kid's food first. There's no hand tossed pepperoni. That is the 1 pizza that should ALWAYS be on the line. We request one and they tell us there's one on the oven, it'll be out in a couple of minutes. 5 minutes pass, nothing. (I'm well aware that the oven takes 7 minutes from beginning to end, so it should've been out in about 5 minutes if there was, in fact, one already in the oven as they told us.) 10 minutes pass, nothing. 15 minutes, nothing. Finally my husband goes to ask the manager about it. The manager says there's not one in the oven, and he hasn't seen one on the line in a while so he'll throw one in now. 🤦‍♀️ Of course my autistic child, the birthday boy, is a very picky eater and won't eat much else. I tried to offer him cinnamon sticks while he waited, but they didn't drizzle icing on the so I asked the cashier for one and she says that they charge 80 cents for it. EVERYONE knows you're supposed to drizzle the icing on the buffet cinnamon sticks. Insanely ridiculous to charge for something that should've already been on there. So he didn't eat those dry sticks. So, needless to say, his birthday lunch was completely ruined. By the time the pizza was finally done, he was over everything and just wanted to go back to the lodge. He left hungry and upset. Me, Dad and Big Brother were all upset as well. The cashier has a nasty attitude. AND when we asked for a copy of the detailed receipt (that she did not, but definitely should've offered at the beginning), instead of just reprinting my ticket (we had the ticket number on the credit slip copy), she dug it out of the trash can and handed it to me while I was eating. 🤢 I'm not sure what exactly is wrong with her, but she definitely shouldn't be working with customer's. When the pizza was FINALLY ready, instead of being polite enough to bring some over to our table, she just yelled to my husband over the counter that they were about to put it on the line. 🙃 After all that nonsense, you couldn't even try...

I'm new to the area and I've never seen a Pizza Hut with a drive-thru. That said, when I placed an order for carry-out, the expectation was that I would go to the store, walk in, and pick it up as I have at every other pizza restaurant. When I arrived, the door had posted hours that stated that on Saturday, you close at 11 PM, not that your dining room closes at 9PM, including for carryout orders. I knocked on the window to get the attention of the two employees who were playing on their phones at the counter and was completely ignored. I called your location twice and it rang continuously until finally hanging up on me. It wasn't until I gave up on your store and called customer service to get my money back that I saw a drive-thru line for pick-up which said "call ahead for faster service." I brought these frustrations up to the employee at the window and mentioned that in all this time trying to contact your store, no one gave me the time of day and consequently my pizza would no longer be of the best quality, to which he claimed your hot pads had the ability to keep a pizza warm for 30+ minutes and then tried to hand me the pizza through the window. I refused to accept the pizza and told him to cancel my order, which he did promptly and without any attempt to solve the real issue. It's obvious that you guys must have good traffic given your location in Grapevine and can afford to burn a few customers. With the amount of customers I saw pull into parking spots beside me that night, I'm sure it's...

Ordered 2 pizzas at 8:14, watched the tracker and not once did it go off of “we’re making your food.” Decided to call at 9:18 and was told by the manager they tried to come by and tried to contact me, even asked my neighbors if this was the correct house. I never heard my 3 very loud dogs bark, nor did the tracker say delivered so not sure what house they went to. I also asked my neighbors and they said they saw a Pizza Hut car but did not talk to anyone and did not see anyone at my door. I asked why I was not called and the manager just said they came by. The manager refused to give his name nor allow me to talk to the GM and said he would not give me a corporate number just a feedback number. The number was a bad number though so I found a correct one online and was able to talk to corporate. The fact that the manager was very rude to me on the phone and said he was refusing to redeliver our pizzas was horrible customer service! Corporate has reassured me they will find out the manager and hopefully resolve things with the store. After reading some reviews about management at this location though, I won’t hold my breathe. They just lost 4 different households in Grapevine though,...